Leads and scales a global technical support organization providing 24/7 coverage. The role establishes support models, escalation paths, workflows, metrics, knowledge management, and continuous improvement practices. It serves as a senior escalation point for complex customer issues and partners with Engineering, Product, Sales, and Services to resolve root causes and improve products. The manager also builds global teams, coordinates follow-the-sun operations, develops technical capability, and uses case data to improve customer experience and support efficiency.

Provides technical support for hardware, software, networks, peripherals, email, and remote users. Responsibilities include troubleshooting, equipment setup, repairs, user account management, backups, disaster recovery, software deployment, documentation, vendor escalation, and user training. The role also administers computer networks, tracks support requests, supports new system requirements, and provides on-call assistance and travel as needed.